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Technical Support

NEON Systems, Inc.

14100 Southwest Freeway, #500

Sugar Land, TX 77478

Before calling NEON Technical Support

Please have the following information available:

The version and SVFXLEVEL of Shadow OS/390 Web Server running on MVS. Optionally you can provide the following information from the Shadow/SDF ISPF panels option 5.2 and selecting the PRODPARM group:

HIGH MODULE ASSEMBLE DATE
HIGH MODULE NAME
HIGH MODULE VERSION

Working with Technical Support

Support Option	How to Access	How it Works	This Option is Best for:
Email	Access to Technical Support via email: support@neonsys.com Email is available for receipt 24 hours a day, 7 days a week and is answered between 9AM-7PM CST Monday through Friday.	Email goes to the support queue, which is continuously monitored by a staff of cross-functional technical experts. It is answered in the order it is received. It is logged in the support database and assigned a trouble ticket number for tracking purposes.	This type of support is excellent for: Low to medium priority requests. It is a proven method for providing further information on critical problems that may have been phoned in. Sending us a list of collected lower priority items at a time that is convenient for you.
Phone	For access to Technical Support via phone, call: 1-800-505-6366 or +1 281 491-4200	During normal working hours you will be transferred to someone who can usually answer your question on the first call. After hours, you may need to page a support person using our phone mail system.	This type of support is best for: High priority requests Initial installation questions To report obvious system errors Anytime you need the most rapid reply to your question
Internet	For access to Internet support, please visit our website at: www.neonsys.com	Simply visit our website. NEON Systems works to keep current, relevant materials on our website to support our trial and licensed customers.	This option provides immediate access to documentation, updated client-side drivers, and our product Knowledge Base. The Knowledge Base is a collection of questions answered by support. This type of support is best for: Answering your own questions Getting a better understanding of what customers ask on an ongoing basis.
Account Manager	Call your NEON Systems Sales Representative at: 1-800-505-6366 or +1 281 491-4200	Your Sales Representative is your account manager. This person is ultimately responsible for your complete satisfaction with NEON Systems, Inc.	This type of support is best for: Pricing information Contract details Password renewal If you feel your needs are not being met